Effective Date: June 30, 2025

XYZ PE FINTECH PRIVATE LIMITED

1. Introduction

Welcome to XYZ Pe Fintech Private Limited ("XYZ Pe Fintech", "we", "us", or "our"). We are committed to providing reliable, secure, and efficient financial services through our platform (which includes our website, mobile application, and any other digital interface). This Cancellation and Refund Policy details the terms and conditions under which cancellations and refunds are processed for services offered by XYZ Pe Fintech.

By utilizing our services, you expressly agree to be bound by the stipulations of this Policy. We urge you to review this Policy meticulously before engaging in any transaction.

Our Office Address:
WeWork DLF Forum,
DLF Cyber City, Phase III,
Gurugram, Haryana 122002, India

2. Scope of Policy

This Policy exclusively pertains to the products and services directly provided by XYZ Pe Fintech Private Limited. It does not extend to services or products offered by third-party merchants, service providers, or other entities that may be accessible or linked through our platform. For such third-party services, their respective cancellation and refund policies will govern, and we recommend reviewing them independently.

3. General Principles of Cancellation and Refunds

• Irreversible Nature of Successful Transactions: Many of our fintech services involve instantaneous digital transfers (e.g., UPI payments, mobile top-ups, bill payments). Once a transaction is successfully initiated, debited from your account, and completed at the recipient's end, it is generally irreversible and cannot be cancelled or refunded by XYZ Pe Fintech.
• User Accuracy: You bear sole responsibility for the accuracy and completeness of all transaction details, including but not limited to, recipient details (e.g., mobile number, bank account, UPI ID), transaction amount, and the nature of the service. XYZ Pe Fintech shall not be held liable for any losses or damages arising from incorrect information provided by you.
• Failed Transactions (System Errors): In instances where a transaction is debited from your account but fails to be completed at the recipient's end due to a technical malfunction within our system or the underlying payment network, an automatic refund will typically be initiated.
• Discretion: All refunds, apart from those automatically processed for failed transactions as described herein, are subject to the sole and absolute discretion of XYZ Pe Fintech Private Limited.

4. Specific Cancellation and Refund Scenarios

4.1 Failed or Pending Transactions (Technical Errors):

1. Eligibility: If your transaction amount is debited from your account but the intended service (e.g., mobile recharge, bill payment, merchant payment) is not delivered, or the transaction status remains "pending" beyond a reasonable period due to a verified technical issue attributable to our platform or the payment infrastructure, you may be eligible for a refund.
2. Automatic Refund Processing: For the majority of failed transactions, our system is designed to automatically initiate a refund.

   
   Typical Timelines for Auto-Refunds (subject to bank/network processing):

   • UPI Transactions: Refunds for failed UPI transactions are generally processed and credited back to your source account within 24-48 business hours.
   • XYZ Pe Fintech Wallet Transactions: Refunds to your XYZ Pe Fintech Wallet are usually processed within 24 hours.
   • Debit/Credit Card/Net Banking Transactions: Refunds for payments made via these methods to your linked bank account or card may take 5-7 business days to reflect, depending on the policies and processing times of your bank or card issuer.
   
   
3. Reporting Delays: Should an automatic refund not reflect in your account within the stipulated timeframe, please promptly report the issue via our designated customer support channels.

4.2. Erroneous Payments (User Error – e.g., Wrong Recipient, Wrong Amount):

• No Direct Reversal by XYZ Pe Fintech: If you inadvertently send money to an incorrect recipient, an invalid account, or process an incorrect amount, XYZ Pe Fintech is unable to forcibly reverse the transaction once it has been successfully processed and the funds credited to the recipient's account.
• Your Recommended Actions:
  1. Immediate Contact with Recipient (if known): The most direct and often quickest resolution is to immediately contact the individual or entity to whom the funds were erroneously sent and respectfully request them to return the amount.
  2. Contact XYZ Pe Fintech Customer Support: Raise a complaint with our customer support immediately. While we cannot guarantee a reversal, we will, at our sole discretion and on a best-effort basis, endeavor to contact the recipient on your behalf to facilitate the return of funds. The successful recovery of funds in such cases is entirely contingent on the cooperation of the recipient.
  3. Contact Your Bank: You should also promptly report the erroneous transaction to your bank, providing them with all relevant details, including the UPI Transaction ID (also known as UTR - Unique Transaction Reference number). Your bank may be able to advise on next steps or, if the recipient's account is with the same bank, attempt to mediate.
• Disclaimer of Liability: XYZ Pe Fintech explicitly disclaims any liability for losses or damages incurred by you as a result of erroneous payments initiated by your own error.

4.3. Services Offered by Third-Party Merchants/Service Providers:

• Third-Party Policies Govern: For transactions pertaining to services like mobile top-ups, DTH recharges, utility bill payments, travel bookings (flights, buses, hotels), or any other services where XYZ Pe Fintech acts solely as a payment facilitator or platform provider, the cancellation and refund policy of the respective third-party merchant or service provider shall apply.
• Your Due Diligence: It is your responsibility to thoroughly review the cancellation, refund, and service delivery policies of the specific third-party merchant or service provider before initiating any payment or booking through our platform.
• Limited Assistance: While XYZ Pe Fintech will endeavor to offer reasonable assistance in addressing issues with third-party service providers, our capacity to facilitate a refund or cancellation is strictly limited by and subject to their terms and conditions.

4.4. Subscription Services / Premium Features (if applicable):

• Cancellation: If XYZ Pe Fintech offers subscription-based services or premium features, you retain the right to cancel your subscription at any time.
• Refunds for Subscriptions:
  • No Refunds for Partial Periods: Generally, no refunds will be provided for any unused portion of a subscription period after cancellation. The service will typically remain active until the end of the current billing cycle.
  • Specific Terms: Any specific refund terms for promotional offers, trial periods, or specific subscription tiers will be clearly communicated at the time of the offer or subscription.

4.5. Digital Products / Content (if applicable):

• General Non-Refundable: Digital products (e.g., software licenses, digital reports, premium content) are typically non-refundable once they have been accessed, downloaded, or delivered, owing to their intangible nature.
• Exceptions (Defect/Error): Refunds for digital products may be considered only in cases where there is a demonstrable and verified defect in the product that prevents its intended use, and our technical support team is unable to rectify the issue within a reasonable timeframe. Such refund requests must be submitted within three (3) days of the purchase date.

5. Process for Requesting a Refund / Raising a Complaint

To request a refund (where applicable) or report a transaction-related issue:

1. Access Transaction History: Open the XYZ Pe Fintech mobile application or log in to your account on our website. Navigate to the "History," "Transactions," or "Passbook" section.
2. Select Specific Transaction: Locate and select the exact transaction for which you wish to raise a concern.
3. Initiate Support: Look for options such as "Help," "Report an Issue," "Raise a Complaint," or "Contact Support" associated with that particular transaction.
4. Provide Details: Furnish all requested information accurately, including the UPI Transaction ID/UTR (if applicable), transaction amount, date and time of the transaction, and a clear, concise description of the issue.
5. Submit Request: Submit your request. You will receive a unique ticket ID or reference number, which should be retained for future correspondence and tracking the status of your complaint.

6. Refund Processing and Timelines

• Investigation: All valid refund requests will be diligently investigated by XYZ Pe Fintech's support team.
• Approval: If a refund request is approved in accordance with this Policy, the refund amount will be processed back to the original payment method utilized for the transaction (e.g., bank account linked to UPI, credit card, or XYZ Pe Fintech Wallet).
• Processing Timeline:
  • Once a refund is approved and initiated from our end, it is generally processed within 5-7 business days.
  • Please note that the actual time taken for the refunded amount to reflect in your bank account or credit card statement is subject to the internal processing times of your bank or card issuer, which is beyond our control.
  • We will send you a confirmation notification once the refund process has been initiated from our system.
• Deductions: XYZ Pe Fintech reserves the right to deduct any applicable charges, such as payment gateway fees, processing charges, or administrative costs, from the refund amount, where permissible by law and explicitly stated in the terms of the specific service.

7. Grievance Redressal, Governing Law, and Jurisdiction

• Grievance Officer: In the event of any dissatisfaction with our services or the resolution of a refund request, you may escalate your concern to our designated Grievance Officer:
  • Name: Hritik Parihar
  • Email: info@xyzpe.in
  • Contact Number: +91 9549440077
  • (Please allow a reasonable time for initial support resolution before escalating to the Grievance Officer.)
• Governing Law: This Cancellation and Refund Policy, and all matters arising from or related to your use of our services, shall be governed by and construed in accordance with the laws of India.
• Exclusive Jurisdiction: Any and all disputes, claims, or controversies arising out of or in connection with this Policy or your use of XYZ Pe Fintech's services shall be subject to the exclusive jurisdiction of the competent courts in Gurugram, Haryana, India.

8. Amendments to this Policy

XYZ Pe Fintech Private Limited reserves the unequivocal right to modify, amend, or update this Cancellation and Refund Policy at any time, without prior individual notification. Any such changes will become effective immediately upon being published on our official website and mobile application. Your continued utilization of our services after the publication of any modifications signifies your acceptance of the revised Policy.

9. Contact Information

For any inquiries, clarifications, or assistance regarding this Policy or your transactions, please do not hesitate to contact our dedicated customer support:

• Email:support@xyzpe.in
• Phone:+91 9549440077
• In-App Help: Access the "Help" or "Support" section directly within the XYZ Pe Fintech mobile application.